Should you build or buy a knowledge management system? For most organizations, buying a commercial knowledge management platform is more cost-effective than building one in-house. Hidden costs, including security, AI development, scalability, integration, and ongoing maintenance, cause in-house builds to exceed original budgets. Commercial platforms spread these costs across many customers and continuously invest in…

Published on: April 28, 2026Author: eGain

Digital transformation

Knowledge management

No budget, now what?

How to get budget for Knowledge Management by aligning to priorities leadership already owns. If you can’t get budget for Knowledge Management, the fastest path forward is to reframe your initiative as a direct enabler of a business priority leadership already owns. This five-step playbook shows you how to make that case, find an executive…

Published on: April 21, 2026Author: Miguel Tam

AI CX Automation

Knowledge management

Five ways AI knowledge management transforms insurance service

Insurers face growing pressure to deliver accurate, compliant answers faster across increasingly complex product lines. AI knowledge management is how leading carriers are rising to that challenge. Every customer interaction in insurance depends on an agent being able to find the right answer quickly, accurately, and in a form they can communicate with confidence. Getting…

Published on: April 17, 2026Author: John Copeland

Artificial Intelligence

Knowledge management

The Hidden Problem That Can Undermine Your AI

And Why Trusted Knowledge Is the Real Foundation for AI Success Most AI reliability problems aren’t model problems. They’re knowledge problems. Consider Millennium Tower, the “Leaning Tower of San Francisco.” When it opened in 2009, it looked flawless from the outside, but homeowners began noticing signs that something wasn’t right. Balls rolled across kitchen floors…

Published on: April 15, 2026Author: Miguel Tam

AI CX Automation

Knowledge management

Pragmatic AI for Private Equity: Protecting Customer Value While Transforming Cost Structures

Executive Summary Private equity firms face a distinctive and high-stakes challenge when operating portfolio companies with established brands and loyal customer bases: how to transform legacy, labor-intensive cost structures through AI-powered automation without disrupting the customer experience that underpins the entire value proposition. To illustrate the financial stakes: a 500-agent contact center with fully-loaded agent…

Published on: March 25, 2026Author: Ashu Roy

AI CX Automation

Knowledge management

Jensen’s Five-Layer AI Stack Is Missing One Critical Ingredient

Jensen Huang knows how to simplify complexity. At GTC 2026, he described the AI stack as a five-layer cake: Energy, Chips, Infrastructure, Models, and Applications. Clean. Memorable. Useful. But there’s a layer missing. Look at where the gap sits: between Models and Applications. That’s exactly where enterprise AI breaks down in practice. You have extraordinary…

Published on: March 17, 2026Author: John Copeland

Digital transformation

Innovation

Seeing eGain Composer in Action

Week #1 Developer Series “Don’t tell me how to use your product — show me how to build with it.” — SVP of IT, $5B+ US Credit Union That single sentence opened one of the most memorable customer conversations I’ve had at eGain. The technology executive leading IT at one of America’s largest credit unions…

Published on: March 2, 2026Author: Vikas Paliwal

AI CX Automation

Breaking Through AI ROI Barriers: How eGain Composer Transforms CX Automation

The promise of AI in customer experience automation has captivated enterprises worldwide. Yet for every success story, there are countless organizations struggling to extract meaningful returns from their AI investments. The gap between AI’s potential and its practical delivery isn’t a technology problem—it’s a fundamental mismatch between how AI solutions are architected and what real-world…

Published on: February 27, 2026Author: eGain

Knowledge management

Knowledge Automation: What Microsoft, ServiceNow and Salesforce Won’t Tell You

The enterprise software giants want you to believe that AI-powered customer service is a platform problem. Buy their solution, integrate it with your existing systems, train it on your data, and watch the magic happen. Except it doesn’t. Here’s what they won’t tell you: 95% of enterprise AI implementations fail to deliver ROI. Not because…

Published on: February 26, 2026Author: John Copeland

Customer Self-Service AI Deployment

Breaking Through the Self-Service Plateau

Six Critical Hurdles in Customer Self-Service AI Deployment — And How Leading Enterprises Are Overcoming Them AT A GLANCE: Key Takeaways for Knowledge-Ready AI Self-Service AI self-service plateaus when knowledge is fragmented, unstructured, or not governed for AI consumption Six distinct hurdles — from knowledge quality to QA blind spots — must be addressed as…

Published on: February 23, 2026Author: John Copeland